[Hiring] Escalations Specialist @Resident

Role Description

The Escalation Specialist is responsible for providing best-in-class customer care to Resident customers by promptly and effectively resolving escalated customer concerns in real-time and enhancing customer satisfaction from the first point of contact to the final resolution. As part of the Customer Care team, the Escalation Specialist provides direct support to escalated and high-effort customers via inbound and outbound calls and emails by proficiently assessing and resolving customer questions and concerns and demonstrating an elevated level of attention, care, and follow-through.

Responsibilities

• Inbound phone support for escalated and high-effort customers with a focus on customer satisfaction and retention.
• Effectively manages customer objections and offers knowledgeable product support to demonstrate value and build loyalty.
• Takes initiative and ownership over the customer experience by identifying opportunities for an improved experience.
• Focuses on repairing each negative customer experience by actively listening, building trust, and providing resolutions.
• Initiates and tracks resolution action items, documents and communicates with accuracy and detail.
• Uses Five9, Intercom, and other tools such as GSuite and Slack to track and follow through on action items.
• Attends weekly meetings, trainings, coaching sessions, and shares frontline insights with team leadership.
• Serves as a subject matter expert and brand ambassador for all of our brands.

Qualifications

• Minimum of 2 years of relevant experience in a fast-paced, growth-oriented environment.
• Excellent written and spoken English including strong communication skills.
• Comfort with and experience directly handling a high volume of escalated customers.
• Strong interpersonal skills with a resilient, positive mindset.
• Skilled communicator with the ability to recognize and appropriately respond to a wide range of customer sentiments.
• Comfortable communicating with others within the organization promptly and professionally.
• Experience and proficiency with creative problem-solving, critical thinking, and troubleshooting.
• Highly organized with strong attention to detail.
• Accountable and consistent performer with a desire to grow.
• Comfortable and familiar with working from home, highly focused and self-motivated.
• Experience and proficiency in web-based tools and technology such as Google Suite, Slack, and Asana.
• Experience working with a BPO or hybrid team.
• Demonstrates curiosity and adaptability in adopting new technologies and AI solutions.

Requirements

• Ability to consistently meet expectations and performance goals.
• Ability to type 50+ WPM.

Benefits

• Remote-first workplace (since 2016!)
• Competitive Pay
• Health, Vision & Dental Insurance
• HSA company contributions
• 401K with company match component
• Generous PTO
• Wellness benefits
• Online learning resources & trainings
• WFH office and cell phone/internet stipend
• A FREE MATTRESS plus an awesome Friends and Family discount!